GENERAL SUMMARY: In this customer facing role, the Financial Services II will provide exceptional customer care to the Bank’s customers assisting them with daily transactions, inquiries, problem resolution and basic banking transactions at a full-service Cape Cod Five Retail Bank location.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:
Develops rapport with customers, greeting customers by name, understand account ownership types and authority, being responsive and timely with correspondence and problem resolution, while display a caring attitude (GUEST philosophy)
Provide excellent customer care to customers relative to daily transactions, addressing inquiries, and problem resolution, in accordance with Bank policies and procedures
Performs basic banking transactions including: processing deposits and loan payments, verifying cash and endorsements, check cashing, money orders and treasurer’s check issuance and savings bond redemption
Safeguards customer trust by upholding duty of customer confidentiality
Works to develop a comprehensive knowledge of the Bank’s products and services offered, taking responsibility to request assistance for further development needs
Must comply with all required regulations, guidelines, and policies
Timely completion of all assigned learning activities
Actively participate in branch meetings and one-on-one coaching sessions
Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Bank policies and procedures.
Learns to fulfill all branch closing activities
Introduces and advises on the Bank’s deposit and consumer loan products and services to appropriately meet customer needs in a proactive manner
Proficient in determining customer’s existing and prospective financial needs and identifies referrals to other business lines (Investment Services, TAM, Commercial, Cash Management, etc.)
Maintain a working knowledge of product and service offerings including consumer, business, non-profit, retirement, Online Banking, BillPay, debits cards
Assists customers in preparing loan applications for home equity products and personal loans
Participation/volunteerism in community groups and events
Additional duties as assigned
EDUCATION, CERTIFICATIONS:
High School Diploma or G.E.D. required
Associates Degree or pursuing higher education degree
KNOWLEDGE, SKILLS & ABILITIES:
Minimum one year cash handling experience preferred
Minimum one year customer service experience
Eligible for NMLS registration
Prior customer relationship building experience
Must have cyber security awareness to protect the digital environment, the Bank, and customers
COMPETENCIES:
Problem Solving
Relationship Building Skills
Proficient Verbal and Written Communication Skills
Critical Thinking Skills
Courage
Technology Savviness/Digital Enthusiast
Financial Comprehension
Adaptability and Flexibility
Sales Aptitude
Eager Learner
Learning Agility
Superior Customer Service